If you missed out on DF13 (or were there but partied a little too hard), there were some great new roadmap details revealed for the Salesforce Console for Service (previously “Service Cloud Console”).
Here are the top 4 roadmap features that we’re excited about with a link to the full session video below.
- Similar Cases Widget w/Predictive Analytics – in future releases, you will be able to expose a standard “Similar Cases” component in the console that uses built in data analytics to match against your current case.
New Similar Cases Widget
- New Knowledge Sidebar – the standard Knowledge sidebar will also be getting a rehaul. The new version will have the ability to quick create a new article, and will be responsive to scale to different device/screen sizes.
Streamlined KB Sidebar
- Accordion Sidebar Menu – with this feature you’ll be able to add multiple sidebar components and easily collapse/expand them in an accordion style menu.
- Pop Out and Pin Console Sections – agents with a second screen will very much appreciate this new ability to pop out specific tabs and move them to another screen. You’ll also be able to pin certain tabs to your main screen area (like a Canvas app that shows data from a backend system).
These are all great features that will enhance the core experience of using the console. What features are you excited about or think are missing from the roadmap? Let us know!
If you really want to nerd out on the roadmap, you can also check out the full session video from Dreamforce below.
